That's the title of my latest writeup for BCStrategies.
If you follow me, you'll know that I'm a BC Expert, and contribute a monthly analysis on the portal, and get on my share of podcasts. This time around, I've summarized my thoughts for two recent events - MoNage and Cisco's Customer Care Analyst Day.
It was a hectic week, but very worthwhile, and I hope you find my reflections of value. The writeup has been posted now to the portal, and as always, sharing and feedback are welcome.